ROLE-PLAYING SCENARIO NUMBER ONE:

CUSTOMER: To whom it may concern, I ordered a product 2 weeks ago, and it was supposed
to turn up 3 days ago. What’s going on?

REPRESENTATIVE: My sincerest apologies. Late deliveries can be a real pain. I assure you that
we’re doing everything possible to resolve this issue for you. And as an apology, we’re happy
to give you a 10% discount on your next purchase.

ROLE-PLAYING SCENARIO NUMBER TWO:

CUSTOMER: Hi there,I bought this computer 3 days ago, but it doesn’t perform as well as
describe on the website. I chose my platform and the games I would be playing, but the
computer doesn’t come anywhere closet or hitting the frame rate that the manufacturer said it
would be even on the lowest graphic settings.I’d like to return it.

REPRESENTATIVE: Hey there! No problem. You can return it or Exchange it for a different
computer. Many of our customers are serious gamers,and they speak highly of this( other)
model. Why don’t you make a demo and tell us what do you think?

CUSTOMER: Wow! This computer’s great I hope I won’t regret it if I do an exchange.

ROLE –PLAYING SCENARIO NUMBER THREE:

Customer: This isn’t the first time your software has glitched out on me! I pay
a lot of money to use this presentation , and if I don’t complete the project by
tomorrow, I risk losing a major client!

Scenario 1: The issue is on the client’s side

Representative: Sorry you’re experiencing this issue. That must be very

frustrating. I’ve looked into your account and the problem seems to be that
you’re using an older version of the software. I’ve sent you a link to the latest
version. Please download it, try again, and notify us if you run into any issues.
We’re always here to help. 

Scenario 2: The company’s at fault

Representative: Sorry you’re experiencing this issue. There’s a system-wide
server error, but we can assure you that the issue will be fixed as soon as
possible. Nonetheless, we understand the inconvenience this is causing you. As
an apology, please accept this 50% discount on your next month’s subscription
fee.
Role-Playing Scenario #4

Customer: Hi there. I’d love to purchase this vehicle, but its

price is well beyond my budget, so I’ll have to think about it.

Representative: I understand that the price is steep for you,

but this car is durable and efficient – it achieves up to 48 MPG
on the highway. So the price is reasonable. Over time, if you
count the money you save in gas and car repairs, you’ll see that
the vehicle practically pays for itself! However, what we can
offer you is 0% financing for the next 5 years. Would that work
for you?

Role-Playing Scenario #5

Customer: Hello! I’m very interested in buying one of your

down-feather jackets. The price is right, and it’s exactly what
I’m looking for. But unfortunately, it is out of stock. Do you
know when you’ll be getting more?

Representative: Hi there. It recently ran out, and

unfortunately, we’re not sure when our new shipment will come
in as it depends on our supplier. However, in the meantime,
here is a link to our similar brands. Please feel free to browse
them. Either way, we will reach out to our supplier and notify
you as soon as we receive a response. What is the best way to
contact you?
Role-Playing Scenario #6
Customer: Good afternoon! I recently purchased a swivel
chair from your store, but every time I pivot, it makes a loud
and bothersome squeak. 

Representative:  We’re sorry to hear that. That must be really

distracting . We don’t hear of this issue too often, so it might be
due to a manufacturing defect. We’d be more than happy to
send you a new one right now. 

Role-Playing Scenario #7 

Customer: Hi! I’ve been using your product for a few months
now and so far, everything is great! However, I feel like it is
lacking in branding customization options. Will you be able to
add more functionality in the next update?

Representative: For the time being, our platform integrates

many plugins that allow for more flexibility. Here’s a link to
some of the most commonly used plugins. Please feel free to
contact us if you need any help.